Finding growth by understanding SMB needs

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Recent pressure on telecoms spending from larger enterprises has led telcos to put more focus on the fast-growing and dynamic small and medium business segment, but telcos need to properly understand how best to service this segment if their efforts are to bear fruit.


Format: PDF filePages: 39 pagesAuthor: Jon Newman, Rosalind CravenPublication Date: December 2023

Table of Contents

  • Executive Summary
  • Introduction
    • SMBs are an engine for economic growth
    • Telcos lack direct relationships with SMBs
  • The small business market
    • Defining and addressing the segment
    • Key business trends for SMBs
    • SMB priority summary
    • Opportunities for telcos arising from SMB trends
  • Telcos and service providers addressing the SMB segment
    • AT&T
    • BT
    • Orange
    • Vodafone
    • Service provider
  • Conclusions
    • Value of telco involvement
    • Strategy options
  • Recommendations
  • Index

Table of Figures

  • Figure 1: How telcos encourage engagement among SMBs
  • Figure 2: Requirements to address SMBs successfully
  • Figure 3: Examples of SMB variations by region
  • Figure 4: Broad categories of ITC spend expected from SMBs
  • Figure 5: Closing the digital divide in the US
  • Figure 6: Curated resources for SMBs from AT&T
  • Figure 7: BT’s annual results for enterprise to end March 2023
  • Figure 8: BT support for SMBs
  • Figure 9: Use of partnerships with brands having SMB appeal
  • Figure 10: Orange Spain SOHO and self-employed priorities
  • Figure 11: Vodafone business support provided via the UK V-Hub
  • Figure 12: The UK telecoms channel
  • Figure 13: STL requirements quadrant to address SMBs successfully
  • Figure 14: Market forces influencing telco choices


Technologies and industry terms referenced include: aaS, agile, Agile Communications, Amazon Web Services, AT&T, AT&T Business Ready, Barbara Corcoran, Barry Molz, BT, BT Business Direct, BT Local Business,, Business IT Hubs, Centurylink, channel partners, COVID-19, Cox, Digital Boost, EE, Equinix, Federation of Small Businesses, Forbes, GDP, GDPR, ict, JPMorgan, Megabuyte, Microsoft 365, Microsoft Office, net zero, Netskope, Netwalks, ofcom, Office 365, One Net Anywhere, One Net Business, OneWeb, Orange, Orange Spain, She’s Connected, Small Business Britain, Smart Vision, SMBs, SOHO, Statista, T-Mobile, The World Bank, Trend Micro Security, V-Hub, value-added resellers, Vistage, Vodafone, Vodafone Pulse Connect, WIX, World Economic Forum